Client Services Manager Senior

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Bachelor of Business Administration

Travel Percentage

5 - 10%

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know~ Are you FIS?

About The Role

Advanced professional individual contributor role with broad understanding of their area of expertise. Resolves complex issues requiring in-depth knowledge and skills. Exercises judgment in decision making, determines approach, methods and procedures to use on new assignments. May coordinate and guide the work of others.

About The Team

FIS is looking for a Client Services Manager to join our Digital One Platform Delivery Team. This role can sit anywhere in the US, ideally near an FIS office location.

FIS Digital One Platform Delivery is responsible for supporting our Digital One platform for large financial institutions. We are the first point of contact for clients supporting all aspects of production systems and service delivery.

WHAT YOU WILL BE DOING?

Skills

In this role you resolve complex issues requiring in-depth knowledge and skills. You will need to exercise judgment in decision making, determine approach, methods and procedures to use on new assignments. you will coordinate and guide the work of others. In addition, you will~

• Manage the service component of the client relationship
• Educate clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note~ this role is not responsible for opening up requests or being the direct point of contact for support or project related items
• Conduct regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings
• Act as an escalation point between client and request desk
• Review variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent
• Monitor monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contact appropriate product area if “misses” fall within guidelines of a contractual penalty
• In the event of a contractual penalty, calculate and process service level credits, informs billing team and notifies client on timing of credit receipt
• Provide oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time
  
  

What You Bring

The ideal candidate will have experience working through issues, understanding how to prioritize and using resourceful skills to get issues to resolution.

• 10+ years Client Services Management experience
• The ability to work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Excellent analytical, decision-making, problem-solving, team, and time management skills
• Ability to persuade and influence others on the best approach to take
• Ability to analyze and solve problems using learned techniques and tools
• Is looking to join our team and build a long-term career with FIS
  
  

Added Bonus If You Have

• Financial technology industry experience
  
  

What We Offer You

At FIS, we value new ideas, and we pride ourselves on providing a wide-range of opportunities for professional growth in a fast-paced environment. FIS offers an open-minded collaborative culture with enthusiastic technologists. A true partner. We are dedicated to our team members and our customers equally. We strive to create an environment to help you succeed.

• Company Paid Volunteer Day
• A generous paid time off program in which the benefits increase along with your tenure
• Health coverage offered for you and your family through Health/Vision/Dental/Insurance plans
• 401K with company contribution and Employee Stock Purchase Program with company match
• FIS Gives Back Program – charitable events and activities to help support our local community
  
  

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $80,260.00 - $134,830.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer~ In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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